Helpdesk Representative

Belcan•Cranberry Township, PA

53d•$22•Hybrid

About The Position

Support field technicians and internal users by providing remote troubleshooting and technical assistance over the phone. Help resolve hardware, software, and connectivity issues, document support interactions, and ensure timely resolution or escalation of IT incidents.

Requirements

Associate degree or equivalent experience in Information Technology, Computer Science, or a related field.
1+ years of experience providing phone-based or remote IT support.
Basic understanding of Windows operating systems and Dell hardware platforms.
Familiarity with IT service management concepts (e.g., ticketing systems, incident tracking).
Strong verbal communication and customer service skills.
Problem-solving
Dependability and accountability in managing assigned tickets.
Attention to detail and adherence to support procedures.
Initiative to learn and improve support processes.

Nice To Haves

Experience using remote access tools and troubleshooting utilities.
Strong analytical and problem-solving abilities for hardware and software issues.
Understanding of basic networking concepts and connectivity troubleshooting.
Ability to manage multiple support cases simultaneously.
Clear and concise documentation and communication abilities.

Responsibilities

Provide first-level technical support to field users and internal users over the phone.
Troubleshoot issues related to Windows operating systems, Dell hardware, and company applications.
Guide users through problem-solving steps to resolve incidents effectively and efficiently.
Document all calls, troubleshooting steps, and resolutions using internal ticketing systems.
Escalate complex or unresolved issues to higher-level support teams as appropriate.
Follow established IT procedures and contribute to continuous improvement of support documentation.
Maintain professionalism and patience when assisting non-technical users.
Delivering excellent customer service in a fast-paced IT support environment.

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